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social media

Looking Beyond NPS as a customer satisfaction metric

3 October 2022 By Seth Miller Leave a Comment

A sample view of Beyond's proprietary Actual Promoter Score (APS) dashboard

Is there a smarter way to analyze online sentiments to address customer issues? Beyond believes its Acutal Promoter Score can replace the long-trustd NPS as a key metric for airlines.

This story is about: Beyond, customer service, social media, WAF22, World Aviation Festival Filed Under: Airplanes and Airports

Are these the best airlines on social media??

3 September 2019 By Seth Miller Leave a Comment

What does it take for an airline to be great on social media? And is there a good way to objectively rank airlines on that front? Headed in to the 2019 edition of the World Aviation Festival Awario used its social media management tools to score 52 airlines around the globe and came up with some interesting results.

This story is about: AvFest, AvFest19, social media, World Aviation Festival Filed Under: Airplanes and Airports

KLM gives up control to win over customers

5 September 2018 By Seth Miller 1 Comment

Long considered a leader and innovator in the digital landscape, KLM faces challenges as it seeks to hold on to that role. Giving up some control enables the company to gain consumer confidence and improve satisfaction. And, hopefully, convert those passengers into the truly loyal.

This story is about: KLM, social media Filed Under: Airplanes and Airports

KLM’s bot play: Automating Social Media

19 December 2017 By Seth Miller Leave a Comment

KLM wants to improve response times on its social media engagements. AI-powered bots are the next step in that effort, with the company unleashing the services to engage with consumers unsupervised.

This story is about: AI, artificial intelligence, automation, bots, DigitalGenius, Facebook Messenger, KLM, PaxEx, social media, Twitter, WhatsApp Filed Under: Ground Services

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